PROFESSIONAL EXPERIENCE:

Confidential - Conshohocken, PA

System Administrator

• Managed the Software Repository (SCCM), Package and customized applications for SCCM Distribution. PowerShell and Visual Basic Scripting knowledge.
• Assist Windows 10 project team with technical assistance in the Initiation and Planning phases. These activities included technical strategy; research & development some technical analysis and design with my support. Cloud configuration and management
• Hyper-V and VM-Ware ESX knowledge. Balancing workloads across multiple physical machines troubleshooting failures and performing scheduled maintenance.
• Work with varies Windows Server ranging from . Patching, troubleshooting common issues that may present itself in the server manageability status messaging tool that range from a list of services ingrown application and security permission.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required to keep productivity up on register equipment and remote users who travel or live outside of the US.
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
• Work closely with vendors for support with mobile device activations, deactivations, procurement, troubleshooting, and device replacement
• Provide technical support for all mobile device issues via our ticketing system, telephone, email, and in-person.
• Manage users and ensure user data is accurate in the MDM solution (Airwatch).
• Modify user data such as account name, department, phone number and affiliation -- and any future extensions of other personal data replicated to the Active Directory.
• Group Policy Object (GPO) administration, troubleshooting, and management configuration within the domain when it comes to file level GPO security policies.

Confidential - Newtown, PA

Senior Help Desk

• Provide technical assistance and support for incoming concerns and issues related to systems, Allscripts, Epic, Cerner, McKesson and the most popular EHR systems.
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
• Provide remote assistance to Doctors from a desktop level, including installing and upgrading software, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved.
• Troubleshooting personal computer systems and related peripheral devices, testing software on network and personal computer systems, and maintaining hardware and software inventory libraries for user systems.
• Assist with reconstructing the Knowledge Base articles for internal users.
• Worked closely with management on projects to implement Active Directory and Local Group Polices to enforce security requirements.

Confidential

Senior Desktop Engineer

• Monitor the security of the computer system, through policies and system configuration
• Maintain, analyze, and troubleshoot, software and computer peripherals
• Assure that all tickets requiring follow up work and/or calls receive appropriate attention
• Assist in developing and documenting improvements to current processes
• Ensure Incidents and/or Requests are addressed and/or reassigned/escalated on a timely basis
• Document operating and deployment procedure
• Regularly analyzing SharePoint content and storage.
• Manage SharePoint permission settings.
• Provided technical guidance for migration, configuration and deployment of Lync.
• Managed MS Exchange servers, AD applications and public folders

Confidential

Senior Desktop Engineer

• Responsible for the administration of local user accounts.
• Modify user data such as account name, department, phone number and affiliation -- and any future extensions of other personal data replicated to the Active Directory.
• Group Policy Object (GPO) administration, troubleshooting, and management
• Publishing resource objects from their OU hierarchy in the Active Directory as applicable
• Manage Group Policy Object (GPO) links in OU hierarchy
• Worked closely with management on projects to implement Active Directory and Local Group Polices to enforce security requirements.
• Create/Maintain a backup and recovery plane
• Managed Security Policies, implemented new ones when needed to existing polices
• Provided technical guidance during client workshops and regional events.
• Automated and executed Office 365 procedures utilizing Windows PowerShell.
• Resolved tenancy technical issues and monitored Office 365 systems.
• Administered and supported Office 365 and MS Exchange policies.
• Managed MS Exchange servers, AD applications and public folders.
• Provided technical guidance (Knowledge Base) for migration, configuration and deployment of Lync (Skype for Business)
• Primary responsibilities include hands on development, standardization, and management of all client and server infrastructures, including hardware, software deployment, images, and patching standards
• Troubleshooting problems to locate root cause and appropriate fixes in expedient fashion, adapt to fast learning environment.
• Maintains network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendors.
• Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to my job.
• Maintained and perform hardware set up, proper configuration and system modifications to hubs, switches and routers.
• Installing and setting up office/cubes for new and existing employees, relocating phones, and troubleshooting outages
• Ensure network connectivity throughout a company's LAN/WAN Infrastructure.
• Utilizes superior customer service skills.
• Solve problems on Windows and Macintosh platforms with equal proficiency.
• Packages, tests and deploys automated desktop application installations within a SMS and SCCM framework Managing Citrix Servers (Deploying Updates and Configuring Servers for End-Users)
• Build and customized msi, executable package installations software, operating system images, and configurations of home grown applications.
• Push software, patches, and updates to individual machines or groups when it came to software updates.
• Package testing and deployed automated desktop application installations within a SMS and SCCM framework and Basic PowerShell Scripting (writing, editing commands for registry editing, task scheduler handling, etc.).
• Worked closely with Infrastructure on the latest processes for software releases.
• Ensured uptime within the Exchange Server by installing and updating software as necessary, assist management on special projects.
• Hyper - V- VM-Ware management, Windows Server troubleshooting patching and varies other task that would come about.
• Contribute technical expertise in development while documentation of operational standards and procedures.
• Experience with networking and core Microsoft server products such as Active Directory, SQL, Exchange and IIS
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.

Confidential, Philadelphia PA

Title Cigna Help Desk Support - Contract

• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, in interacting with internal and external support groups
• AD Password Reset/Unlock Account
• Manage Access to Resources on the network (file systems, servers, etc.)
• Troubleshoot Domain Trust issues
• Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors
• Provided excellent customer service for escalated tickets on help desk
• Respond to all chats, emails and phone calls consistently
• Enter all relevant data from customer contact channels into tracking system
• Assist with troubleshooting and resolution of all tickets that are escalated by level 1 as defined by management.
• Follow processes and escalate issues consistently.
• Work closely with remote users on issue with connectivity (vpn) made sure their hardware and software were update to date around the clock.

Confidential, Carlisle, PA

Tech Supt Technician II

• Support all aspects of End User internetworked connectivity for DSL/T-Data/FTTP customers. Including residential and corporate class of service issues. Log in to, and configure Enterprise class network equipment, consisting of an IPoATM architecture, supported by various deployed switches (Lucent, AFC, Marconi, Litespan, Calix) and Redback Network Aggregators in a Citrix Environment, administering and maintaining client logins and permissions for a Citrix Metaframe environment. Provision End Users in accordance with records, verify level of permissions and privileges, determine identity for access to sensitive information. Update records for permission changes, or provisioning issues related to access to Java based Webmail application, SMTP/POP access via LDAP (Lightweight Directory Access Protocol), SMTP Relay configuration settings so, customer can send mail while using existing email service. Citrix Metaframe client configuration, and access to FTTP (Fiber to the premises) network via PPPoE configuration. Escalate issues to proper departments, perform routine notations for incidents. Troubleshoot connectivity, and security issues including but not limited to: Malware detection and removal, WEP/WPA/SPK implementation, Profile provisioning in Network Elements, Detection of upstream traffic from viruses or zombie-ware, Firewall/Proxy configuration and implementation, abuse detection by performing forensic investigation of IP activity across regional network. Ensure security of proprietary information by maintaining corporate standards for information handling, such as usage of approved encryption clients such as Putty, andSecure CRT. Protect End User’s information through account and identity verification procedures. Diagnose and assist End Users with security issues related to account specific information. Adhere to, and recommend changes in Methods and Procedures, as well as participate in development of relevant changes. Manage account database, with End User specific username and password information, and add/deny permissions in Sun Identity manager environment, as well as proprietary account storage applications. Assist other technicians as a point of escalation for Network and Security issues. Coach new hires and existing employees as to methods and procedures.
• Troubleshoot Microsoft Office (Word, Excel, PowerPoint